Technical Support Specialist
1 day ago
We are seeking a highly skilled Technical Support Specialist to join our team at Werfen. As a key member of our customer support team, you will provide technical assistance and troubleshooting to customers and field personnel in a call center environment.
Key Responsibilities- Provide first-line contact and ownership for technical assistance on Werfen products and services, including research, troubleshooting, and identifying solutions to resolve customer issues.
- Maintain accurate records of all customer interactions as per Quality System requirements.
- Follow procedures to escalate unresolved issues as appropriate.
- Participate in on-call rotation and coverage during off-shift hours/weekends/holidays as required.
- Demonstrate technical knowledge through providing assistance and guidance to other team members, including escalation assistance.
- Participate in additional projects as assigned by Technical Support Management.
- Bachelor's degree in Biology, Medical Technology, Biomedical Engineering, or a related field, or equivalent experience required.
- Minimum three years of experience in a clinical setting or clinical support role in a regulated environment required.
- Strong knowledge of Hemostasis/QC, Acute Care Diagnostics, Autoimmunity, and Transfusion required.
- MT(ASCP) or MLS(ASCP) certification or MLT (with minimum five years with direct Blood Banking experience), required.
- Minimum two years Blood Banking experience, required.
- Experience operating and troubleshooting Werfen blood bank instrumentation (MCWS, Echo Lumena, and/or NEO Iris), preferred.
- Ability to troubleshoot and diagnose technical problems with minimal assistance.
- Strong organizational skills and ability to multi-task.
- Ability to work under pressure and exercise good judgment.
- Strong verbal and written communication skills with a continuous focus on positive and collaborative approach.
- Strong customer service and interpersonal skills.
- Proficiency in Microsoft Windows operations systems and Office Applications.
Up to 5% travel required.
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